Systems Administrator I

Texas Division of Emergency Management•Austin, TX

5d•Onsite

About The Position

GENERAL DESCRIPTION: The Texas Division of Emergency Management (TDEM) is an emergency response entity, and this status can affect working hours, travel and change in duties as needed. The Systems Administrator I, under general direction of the Unit Chief, IT Enterprise Helpdesk, provides moderately complex IT support services to all TDEM staff and stakeholders including all desktop workstations, laptop and tablet maintenance and support. Maintains standard desktop software installations and ensures all workstations, laptops, and tablets are properly configured, automatically updated, and secured. Responds to user support requests, assesses problems and issues with laptops, end-user devices and applications, and helps resolve these issues to enable productivity of TDEM staff. Coordinates closely with other IT department personnel and assists with tasks that may be assigned. The System Administrator I balances creative and technical problem-solving, customer service, and team collaboration to ensure that TDEM personnel can access and utilize their IT equipment and software needed to fulfill TDEM’s mission and objectives. Employees are subject to working extended hours during evenings and weekends for incident response. Salary is a fixed rate. This position is located on-site and not subject to telecommuting.

Requirements

Education – Bachelor’s degree from an accredited four-year college or university with major course work in Information Systems, Computer Science, or Business, or equivalent combination of education and professional experience.
Experience – Two (2) years related technical experience including end-user and helpdesk support.
Knowledge of the Microsoft Office Suite, various operating systems, network connectivity and desktop support.
Knowledge of IT customer support and service during incidents, emergency activation and deployment.
Knowledge of systems administration; computer hardware and software configuration and troubleshooting; operating systems and applications; computer programming and architecture of scripting languages; and basic Internet security administration.
Knowledge of Active Directory and various technical support concepts, procedures, and practices.
Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Excellent communication skills both written and oral.
Excellent customer service skills.
Skilled in solving problems over the phone or/and in person and utilize critical reasoning in solving the problem.
Understands routine business conversations and is able to communicate with few errors.
Ability to handle prioritize and handle multiple tasks without compromising the quality of support.
Ability to work in a structured environment.
Ability to adhere to schedule, availability and hours of the department.
Ability to handle sensitive, confidential and protected information and situations.
Ability to adhere to applicable laws, statutes and policies related to access, maintenance and dissemination of data and information.
Ability to work independently and take initiative with little to no guidance.
Ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers.
Must successfully complete IS-100, IS-200, IS-700, and IS-800 within twelve (12) months of employment.

Nice To Haves

Experience using various ticketing systems.
Additional work experience of the type described above may be substituted for the education requirement on a year-for-year basis.
Thirty (30) semester hours is equivalent to one (1) year of experience.
A completed advanced degree may also be substituted in lieu of work experience.

Responsibilities

Provides routine and repetitive comprehensive end-user support and solutions for technology issues related to hardware, software, network connectivity and application support across all PC, laptop and desk phone technologies.
Prepares laptop and tablet devices for issuance to TDEM staff, contractors and other affiliates with TDEM.
Serves as a resource for Technology Services to all TDEM and external customers.
Ensures immediate and total restoration of services for all systems and services by promptly responding to users’ requests when they have an IT related problem by proactively recognizing the problem and implementing the needed solutions.
Assists with the installation and maintenance of both critical and non-critical software including upgrades, repairs, maintenance, and installation of all equipment and hardware devices.
Diagnoses, troubleshoots, triages and resolves technical problems, escalates to support resources as needed.
Facilitates resolution to problem ticket/ service requests while meeting or exceeding defined service level expectations.
Conducts timely first-level problem determination for incidents using documented procedures and accurately documents the issues using the appropriate tools.
Stays up to date with the latest advancements in relevant product/service offerings, and effectively supports the organization by ensuring technically accurate solutions related to its stability, security, and efficiency.
Responds to appropriate tickets in the Technology Services ticketing system, including troubleshooting issues, resolving problems, providing instructions and deploying technology, via in-house, remote, or desk-side support for TDEM staff, contractors and other affiliates with TDEM.
Promptly escalate tickets and other issues, as appropriate, and alert the supervisor or other Technology Services groups or designated points of contact for TDEM staff, contractors and other affiliates with TDEM.
Updates documentation and procedures assigned, including Frequently Asked Questions, internal documentation, and other forms of documentation.
Provides technical guidance on monitoring and maintaining system security and for protecting and recovering data.
Assists with various technology projects and system testing as assigned.
Face-to-face and person-to-person interactions are required.
Maintains a regular course of attendance during authorized work schedule and work extended hours when needed.
Ability to travel 10%.
Performs related work as assigned.